In support, we know that churn is not a good thing: losing customers means a loss of precious recurring revenue, loss of the organization’s investment in the customer, and, all too often, bad word of mouth. We also know that growing the base is a good thing: it’s much easier to convince a customer to buy than to lure a new one, the added purchases contribute to a larger stream of recurring revenue for the future, and the positive vibe is contagious.
We know that the cultivation of customers is not something that support organizations can do alone: it is, or should be, a company-wide effort. But all too often turf wars and data silos complicate the collaboration. This is why, in concert with a long-time colleague of mine, I am launching ChurnSquad, a consulting and service venture that targets churn (the customers that leave) and identifies anti-churn strategies and prospects from a joint marketing-support perspective. My colleague, Olivier Delerm, provides the marketing expertise and yours truly the support expertise.
We offer a series of tailored services starting with a blueprint (to identify the causes of churn and possibilities for revenue expansion) to implementation assistance and creation of metrics to better track churn. You can find out more at www.churnsquad.com — or simply contact me. We’d love to design an anti-churn program for your organization.